At a Glance
- Tasks: Provide high-quality support across Insurance, Reviews, and Payments functions.
- Company: Join Deliveroo, a fast-paced, innovative company transforming shopping and eating.
- Benefits: Flexible working hours, career growth opportunities, and a collaborative culture.
- Other info: Inclusive environment welcoming diverse backgrounds and perspectives.
- Why this job: Make a real impact daily while developing valuable operational skills.
- Qualifications: Experience in customer service, strong communication, and adaptability.
The predicted salary is between 30000 - 40000 £ per year.
Location: Manchester, UK
Working pattern: Either Tuesday - Saturday or Sunday - Thursday
Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Reporting into the Support Resilience Team Lead, you will be part of the newly formed Support Resilience team - a cross-trained, flexible team based in our Manchester office, built to provide high-quality surge support across our Insurance, Reviews, and Payments functions. This is a brilliant opportunity to join a growing team and develop a broad set of operational skills across multiple functions, supporting riders when they need us most.
What You’ll Be Doing
You’ll be joining the Support Resilience team, working at the forefront of complex and high-impact cases. This newly formed, cross-trained, and flexible team is built to provide high-quality surge support across our Insurance, Reviews, and Payments functions.
- Flex across key functions to deliver high-quality support across Insurance validations, Reviews, and Payments queries based on real-time business demand.
- Own rider communication by providing clear, empathetic, and consistent responses via email in line with internal policies.
- Assess cases and drive fair resolutions by making well-reasoned decisions across all three supported workflows while meeting SLA, productivity, and quality targets.
- Identify operational trends or recurring issues and proactively suggest improvements to processes or workflows.
- Escalate complex or high-risk cases to senior team members with clear context and recommended next steps.
- Collaborate within the Rider Services Centre to support cross-functional teams on an ad hoc basis and contribute to a high-performance environment.
What You’ll Need to Thrive
- Demonstrated experience in an email or chat-based Customer Service, Operations, or marketplace environment.
- Excellent communication skills with high proficiency in written and spoken English, paired with the ability to clearly explain complex decisions.
- Strong adaptability and decision-making skills, with comfort navigating ambiguous information across different case types.
- Analytical mindset with proficiency in managing data and familiarity with Excel or Google Sheets.
- Proven ability to work collaboratively in a fast-changing environment with ambitious targets while maintaining a detail-oriented approach.
- Full schedule flexibility to work from our Manchester office, including regular weekend days and Bank Holiday coverage.
Bonus points for:
- Proficiency in a second language (French, Italian, or Dutch), or experience with Zendesk, Salesforce, payment queries, or insurance casework.
Why Join Us?
- At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact.
- Make a visible impact every day: Your work directly improves outcomes for customers, riders and restaurant partners.
- Grow through ownership: Take responsibility for complex cases and help shape improvements to how we operate.
- Develop deep operational expertise: Work across teams and markets to build strong regulatory and service knowledge.
- Deliver together in an inclusive culture: Collaborative, values-driven teams that support how you work best.
We aim to create a fair process that lets your skills shine — our interview typically includes 3–4 stages.
Diversity, Equity and Inclusion
At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.
We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.
If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.
If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!
Support Resilience Representative in Manchester employer: Deliveroo
Deliveroo is an excellent employer that fosters a vibrant work culture in Leeds, where innovation and collaboration thrive. With a strong focus on employee growth, we offer comprehensive training and development opportunities, ensuring our team members can advance their careers while making a meaningful impact in the local community. Join us to be part of a dynamic marketplace that values your contributions and rewards your efforts.
StudySmarter Expert Advice🤫
We think this is how you could land Support Resilience Representative in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Deliveroo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Deliveroo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Resilience Representative in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Deliveroo:Your cover letter is your chance to shine! Tell us why you want to work at Deliveroo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Deliveroo!
How to prepare for a job interview at Deliveroo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
